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dc.contributor.authorAhani, Ali
dc.contributor.authorAb Rahim, Nor Zairah
dc.contributor.authorNilashi, Mehrbakhsh
dc.date.accessioned2021-09-16T03:55:45Z
dc.date.available2021-09-16T03:55:45Z
dc.date.issued2017
dc.identifier.issn0747-5632
dc.identifier.doi10.1016/j.chb.2017.05.032
dc.identifier.urihttp://hdl.handle.net/10072/408059
dc.description.abstractThe growth of social media usage questions the old-style idea of customer relationship management (CRM). Social CRM strategy is a novel version of CRM empowered by social media technology that offers a new way of managing relationships with customers effectively. This study aims to forecast the predictors of social CRM strategy adoption by small and medium enterprises (SMEs). The proposed model used in this study derived its theoretical support from IT/IS, marketing, and CRM literature. In the proposed Technology-Organization-Environment-Process (TOEP) adoption model, several hypotheses are developed which examine the role of Technological factors, such as Cost of Adoption, Relative Advantages, Complexity, and Compatibility; Organizational factors, such as IT/IS knowledge of employee, and Top management support; Environmental factors such as Competitive Pressure, and Customer Pressure; and Process factors such as Information Capture, Information Use, and Information Sharing; all having a positive relationship with social CRM adoption. This research applied a following two staged SEM-neural network method combining both structural equation modelling (SEM) and neural network analyses. The proposed hypothetical model is examined by using SEM on the collected data of SMEs in Kuala Lumpur, the central city of Malaysia. The SEM approach with a neural network method can be used to investigate the complicated relations involved in the adoption of social CRM. The study finds that compatibility, information capture, IT/IS knowledge of employee, top management support, information sharing, competitive pressure, cost, relative advantage, and customer pressure are the most important factors influencing social CRM adoption. Remarkably, the results of neural network analysis show that compatibility and information capture of social CRM are the most significant factors which affect SMEs' adoption of this form of customer relationship management. The outcomes of this research benefit executives' decision-making by identifying and ranking factors that enable them to discover how they can advance the usage of social CRM in their firms. Furthermore, the findings of this study can help the managers/owners of SMEs assign their resources, according to the ranking of social CRM adoption factors, when they are making plans to adopt social CRM. This study differs from previous studies as it proposes an innovative new approach to determine what influences the adoption of social CRM. By proposing the TOEP adoption model, additional information process factors advance the traditional TOE adoption model.
dc.description.peerreviewedYes
dc.languageEnglish
dc.publisherElsevier
dc.relation.ispartofpagefrom560
dc.relation.ispartofpageto578
dc.relation.ispartofjournalComputers in Human Behavior
dc.relation.ispartofvolume75
dc.subject.fieldofresearchPsychology
dc.subject.fieldofresearchCognitive and computational psychology
dc.subject.fieldofresearchHuman-centred computing
dc.subject.fieldofresearchApplied and developmental psychology
dc.subject.fieldofresearchcode52
dc.subject.fieldofresearchcode5204
dc.subject.fieldofresearchcode4608
dc.subject.fieldofresearchcode5201
dc.subject.keywordsSocial Sciences
dc.subject.keywordsPsychology, Multidisciplinary
dc.subject.keywordsPsychology, Experimental
dc.subject.keywordsCRM adoption
dc.titleForecasting social CRM adoption in SMEs: A combined SEM-neural network method
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationAhani, A; Ab Rahim, NZ; Nilashi, M, Forecasting social CRM adoption in SMEs: A combined SEM-neural network method, Computers in Human Behavior, 2017, 75, pp. 560-578
dc.date.updated2021-09-16T03:53:17Z
gro.hasfulltextNo Full Text
gro.griffith.authorAhani, Ali


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